ComplaintsforBetMGM

Online Gaming

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Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Was a high volume wager who they put on vip status . And gave me a host ********. Ever since I told her vip program wasnt worth it and that promotions are worst then the basic ones . She dropped me from vip and is discriminating against me on all the basic promos which cost me money . I even screen shot her ****** that should have had bonuses attached which equals money she ignored . Spoke too customer 5 times that said the app promos that arent working should be given too me and working and it will get fixed . This been going on since feb where all my friends are working & there receiving the basic ones with no issues. Mine has been messed up since feb . All Im asking is too be treated fairly the phone call from a higher up *** too fix the problem and have been promised 5 times that I would get the call within 48 hours and it will get fixed immediately. I have done nothing but be a high volume customer since the problem I been getting excuse after excuse. This is definitely a form of discrimination and is unacceptable if I get the app notifications and its on my account the basic promotions should be working and too not have a single basic promotion since February is discrimination and will seek out a lawyer if needed . Because I had wager a lot of money with them with no issues prior too ******* a bad host . I should be treated fairly with the courtesy of at least a basic customer and thats not even happening and Im sure the numerous messages along with all the lies and excuses are in the system . So please have someone call me that can actually take care of me & the problem like promised
Business response
09/19/2024
We appreciate the Patron reaching out to us.

BetMGM's relevant team reached out to the patron via email on 8.17.24 advising the patron that there are no issues with the patron's promotions. The team advised the patron that promotions shown on the Home Screen are currently the ongoing promotions at this time; however, the promotions in which the patron is able to partake in will be located under the promotion tab.

We request that the patron please review the promotions under the promotion tab. If the patron has any issues with the promotions shown in this tab, we request that the patron follows up with BetMGM via email at ************************************* with a screenshot of the promotion and a brief explanation of their error.

If anything else is needed, BetMGM will be happy to help.
Customer response
09/19/2024

Complaint: 22269451

I am rejecting this response because:

Regards,

***********************
Initial Complaint
08/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is about BETMGM and there process to deal with complaints and with the VIP host making false allegations against me which BETMGM has taken me of there VIP I have spent lots of money on this website. I have also had a live dealer insult me verbally for not placing a certain bet for 15 minutes. I have complained many times and I get the same generic response please allow ***** hours for our relevant team to review this incident happened in May 2024 and I have regularly check with BETMGM every 2 weeks and there response was the same.
Business response
09/05/2024
We appreciate the Patron reaching out to us.

The patron was advised via email on 8.27.24 regarding their account status change. Our relevant team is currently reviewing the patron's concerns regarding the live dealer. Our relevant team will follow up with the patron via email once their review has been completed.

We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.
Customer response
09/12/2024

Complaint: 22217044

I am rejecting this response because:

In the email that was sent I was advised it would take 10 business days to have this resolved or reviewed and a response would have been sent its been longer then 10 days and nothing I seen this countless times hence this on going issue since May 2024
Regards,

*************************
Business response
09/19/2024
We appreciate the patron reaching out to us.
The patron was advised directly via email on 9.16.24 regarding their account status and query. If they would like further information on BetMGMs account policies, we ask they please review the link provided section Rewards Plan Terms and Conditions #**: ******************************************************************************
"We reserve the right to modify, alter, discontinue or terminate the Reward Plan and any promotion or product line or Rewards Plan benefit at any time for any reason whatsoever, with or without notice (including, without limitation: by changing the way BetMGM Rewards Points are generated, earned, awarded, collected, converted, transferred or redeemed, or by adding further restrictions on the redemption of BetMGM Rewards Points)."

If anything else is needed, BetMGM will be happy to help.
Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bet mgm app/online never works. How can u be in business if ur product is rarely available. Can't log in. They don't honor the odds u selected. If I hit "make bet," and the odds change after that, it shouldn't be my problem. Honor the bet selected.
Business response
09/04/2024
We appreciate the patron reaching out to us. First, we apologize for any inconvenience this may have caused. BetMGM can confirm the patron had successful logins on the day of the complaint and after. We advise if the patron is having login issues to contact our customer care team at ************************************* for further assistance. In regards to the odds changing changes will continue to apply during the Edit My Bet process per our house rules Edit My Bet Terms and Conditions. Patrons can modify their Odds Preferences in their account.
To change go to:Click on Player Icon and then go to Betting Preferences >> Odds Display. If anything else is needed BetMGM will be happy to help.
LINK: ************************************************************************************;
Initial Complaint
08/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/10/2024 I deposited $50 onto BetMGM mobile app. Literally took me like 30 seconds to deposit money. I won a little bit and cashed out and tried to withdraw $160.75. I got an email requesting some verification documents which I submitted. They said it could take up to 5 business days. On the 5th business day I contacted support and was told it was still pending and that it was going to be escalated to operations and that I would hear back in 24-72 hours. I never heard anything back, so I reach back out on 8-22-2024 and was told basically the same thing. I never heard anything back so I reach back out again this morning and was told the same thing again. I would just like my money and they have no phone # to talk to anyone.
Business response
09/02/2024
We appreciate the patron reaching out to us.

The patron's withdrawals were initially denied due to security measures which can be reviewed in our Terms and Conditions below: ***************************************************************. The player has since been able to successfully withdraw their funds to their ****** on 8/28/24.

If anything else is needed BetMGM will be happy to help.
Customer response
09/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******
Initial Complaint
08/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was approached by a BetMGM employee while in a casino in Vegas last year (April 2023) to sign up to be able to make a sports bet on the app. I explained I lived in ********** so it was vital I would be able to collect my winnings via the app if I were to win and that I would not have to return to Vegas to collect. I did end up winning (I bet $100.00 that the Chiefs would win the Super Bowl) and am to receive my bet of $100.00 + $650.00 = $750.00 back. Upon accessing my account on the BetMGM app I was unable to successfully withdraw my winnings. It was explained I had to become ACH verified to do this. As I worked through the process of doing this I became locked out of my account and have not been allowed back in. I have had many repeated attempts working with their customer support which have led nowhere. I have been told that the ID (Drivers License) I signed up with has expired. I did have to renew my drivers license last November 2023. They are claiming I have to return to Vegas with my new ID to reregister at a venue in person which is absurd. After 5 months of making no headway with their customer support they updated me that they were approved to send me a check with my winnings which would take 10-21 business days. 21 business days came and went and still no check and no responses from customer support for days on end. I want this resolved and I never want to have to do business with this company again.
Business response
08/28/2024
We appreciate the patron for reaching out to us.

First, we would like to thank the patron for their patience. We know they have been dealing with this for quite a while and apologize for the delay.

Please be advised that we empathize with the patron's concerns, as we understand that this situation can be distressing, especially when it involves a significant amount of funds. We would like to assure the patron that we have personally reviewed their case with the utmost care and attention.

A member from our team reached out to the patron on 08/28/24 requesting further information via email.

At this time, we await a response from the patron.

We hope this information proves helpful to the patron. If anything else is needed, BETMGM will be happy to help.
Customer response
09/04/2024

Complaint: ********

I am rejecting this response because:

It has been a week since I replied to their email with my CORRECT mailing address for the second time. Still no response/update that a check has been reissued or when to expect it.

Regards,

****** ******
Business response
09/14/2024
We would like to thank the patron for reaching out to us.

First, we would like to thank them for thier patience, We know that they have been dealing with this for quiet a while.

Please be advised we empathize with the patron's concerns as we understand that this situation can be distressing, especially when it involves a significant amount of funds.

Unfortunately, at this time the patron's case is still under review. Please rest assured, once an update is made the operations team will contact the patron directly.

We hope this information proves helpful to you. If anything else is needed BETMGM will be happy to help.
Initial Complaint
08/12/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of incident : 08/11/2024 This is the 3rd or 4th time that I am being told that I self excluded myself. And everyone, I contact the ********************* they tell me that I am not, nor is my information, on the self exclusion list. I don't know why this keeps happening.
Business response
08/19/2024
We appreciate the patron reaching out to us. First, we apologize for any inconvenience this may have caused. BetMGM can confirm our relevant team has emailed the patron regarding her inquiry on 8/13/24 and she has since
successfully logged into her gaming account. If anything else is needed BetMGM will be happy to help.
Initial Complaint
08/08/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 29th I deposited $3600 into my BetMGM account. Before I deposited with ****** I tried using some of my credit cards to deposit money. They were all declined except one credit card was able to deposit $500. The other $3100 was deposited through ******. Shortly after that my account was locked because BetMGM needed to verify my identity. They wanted a picture of my driver's license and every credit card that I attempted to deposit with. That was going to take some time, and in the next few hours BetMGM permanently closed my account. At first they said they withdrew my $3600 from my account and sent it to my ****** account, but the money never made it to my ****** account. Now they are saying I violated there terms of service and they have confiscated my funds. BetMGM has stolen my $3600 with little explanation of why, I've called the support line almost everyday for the last week. All I want is my $3600 back, I don't want my account reopened, if they need me to confirm my identity, I can do that, but they no longer are giving me the option. Someone please help me get my $3600 back, I don't understand how they can just confiscate my money.
Business response
08/18/2024
First, we would like to apologize to the patron regarding the delay in response. Our Relevant Team is working efficiently to review the matter.
At BetMGM we strive for open and clear communication and apologize that this has not be the case for the patron. This is being escalated for review with the Operations Team and once a clear solution is available the patron will be emailed directly regarding the status of the funds.
We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.
Customer response
08/19/2024

Complaint: ********

I am rejecting this response because: I have been waiting 3 weeks now for my withdrawal. Everytime I talk to customer support they tell me the exact same thing as this response. They say that they have elevated this problem to the Operations Team or the relevant team and I should expect an email in the next 24-48 hours with an update. Well I've still never received an update after 3 weeks. It feels like they are just avoiding me and I'll never receive my $3600. In the past when I would make withdrawals it would take a few hours to get to my ****** account. The fact that it has been 3 weeks and I've been given no explanation is inexcusable. Especially because BetMGM decided to permanently close my account with no explanation. When they closed my account there was $3600 in it that I still have not received back. That was on July 29th when they closed my account, and now it is August 19th and I still have not received my $3600.

Regards,

**** ********
Business response
08/27/2024
We thank the patron for reaching out to us.
This matter was escalated to and reviewed by our Operations Team to provide a prompt resolution. The patron was emailed directly as of 8.19.24 advising that their funds had been withdrawn to their specified method.
We thank the patron for their understanding and patience. If anything else is needed, BetMGM is happy to help.
Initial Complaint
08/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was supppsed to receive the $100 credit upon depositing my first $100 from a referral link. I was sent a link from a friend. I believe the link wasnt working properly because I was unable to select any options and thought I had to sign up. When I spoke to customer service last night he said if I uploaded all the information I could call back and I would receive the credit. Now they are telling me this cant be done. I believe this is extremely inconsistent and poor customer service. There is no reason a credit can not be given as I would be a brand new customer. You would think that they would want to keep business and not lose it and potential future customers.
Business response
08/06/2024
We appreciate the patron reaching out to us.

Our ************* Team emailed the patron on 08/02/2024 advising them on the Welcome Offer linked to their gaming account. Upon review,our records show that the patron placed a $100.00 sports wager on 08/03/2024 as advised. The patron was then credited with (5) $20.00 bonus bets which they were able to successfully use.

If anything else is needed, BetMGM will be happy to help.
Initial Complaint
07/31/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am the executor of my deceased son's estate. I have been trying, since May 12, 2024, to get his account closed and the balance refunded to his estate. I furnished their requested documentation on May 12th by email. Got no response so then called on May 29th. They said they would re-send my email to their ******************* After no news, I called again on 7/24/2024. I was told the documents had to be sent on their secure portal. (but they did not provide link to the portal) Now they want pictures of me holding my ID. But again, they won't provide the link to the secure portal. I guess they feel that they can keep stalling until I give up. Rotten treatment of grieving parents.
Business response
08/19/2024
We appreciate the patron for bringing this matter to our attention.

We sincerely apologize for any frustration the patron may have experienced.BetMGM recognizes the urgency of this situation and assures the patron that it is being handled with the utmost seriousness and priority, by our company and state policies.

Regrettably, the patron's case is still under review. On July 25, 2024, BetMGM sent an email requesting additional documents necessary for further review. We are awaiting this information to proceed.
Please feel free to also email us directly at ************************************* or *********************************************.

We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.
Customer response
08/27/2024

Complaint: 22073434

I am rejecting this response because:

Regarding Complaint ID # ******** from the Better Business Bureau.
I have been waiting for the link to your "secure" portal so that I can upload the additional documents you have asked for.
I emailed you three times asking for it. (July 27, July 30, and July 31) If you don't have one, why did one of your employees (BJ) say I had to use it?
Please supply.
thank you
*************************, Executor
Estate of *****************************************

Regards,

*************************
Business response
09/05/2024
We appreciate the patron reaching out to us.

On August 27, 2024, the patron, Mother, submitted an ID and self-certification to our secure email address *************************************.
The documents are currently under review. Our standard turnaround time for processing is ***** hours. The mother will receive an updated email notification once the review is complete.

We apologize for any inconvenience the patron has experienced and will be in contact with them via email or chat to resolve this issue soon.
Initial Complaint
07/27/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- mgm is liars they blocked me from contacting them they stole 35$ or more from me because the games kept freezing up and kicking me off and i referee a friend never got my 100$ this place needs to be held responsible im not the only one going through this with them they are a rip off and will steal ur money all together they stole about 2500$ from me
Business response
08/01/2024
We appreciate the patron reaching out to us.

The patron was advised directly via email on 7.28.24 regarding their account status. If they would like further information on BetMGMs account policies, we ask they please review the link provided section 6.6 We reserve the right to suspend or terminate Your use of certain of the Services, Platforms or any games on our Platforms from time to time for any reason or no reason, to the extent permitted by law or regulation.: ************************************************************************************************************************

The patron was also advised via live chat on 7.24.24 regarding the Refer a Friend Promotion. Unfortunately, the requirements needed in order for the patron to receive their bonus were not met.

Our relevant team is actively reviewing the patrons concerns regarding his ****** on 7.10.24. Once this review has been completed,our team will follow up with the patron advising them of the teams findings.

If anything else is needed, BetMGM will be happy to help.
Customer response
08/05/2024

Complaint: 22053101

I am rejecting this response because:

im owed 250$ from these people and im going to collect it one way or another

Regards,

*********************************
Business response
08/07/2024
We appreciate the patron reaching out to us.
The patron was notified via email on 8.7.24 regarding our relevant team's findings for the casino game rounds in question. For further information regarding our terms and conditions for Disconnection Policy - Casino, please refer to the link provided: ***********************************************************************************
If anything else is needed BetMGM will be happy to help.
Customer response
08/07/2024

Complaint: 22053101

I am rejecting this response because:

unless i get a check to my address on file for 250$ im going to contuine to reject this i have screenshots recordings you name it i have it if we have to go into that we can i wagered well over thousands of dollars and i just found out that i was gettimg money taken from me everytime i played a game you do that to 100 people you guys are getting rich plus i had money left on the account if i have to get a attoney about this i will then yall will owe me alot more im being nice sayimg 250$

Regards,

*********************************

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